Managing Customer Expectations

Duration15'

No. of mini-lessons7

ResourcesWorkbook

Duration 15'

No. of mini-lessons 7

Resources Workbook

Course overview

Imagine if trains were to arrive ‘when they can’. Or people turned up at weddings on a different date than the one on the invitation. Or use-by dates on food weren’t accurate. The world would be in chaos.

The most successful companies know how to manage expectations in the best way possible. Others decide to be vague with dates to avoid false hope. But that brings disorganization. And with disorganization come disgruntled customers and a tarnished name.

This course will teach you how to manage expectations to ensure a seamless and satisfying customer experience.

What's covered

How to set achievable goals

How to offer promises about deliverables

How to align customer and business goals

Why your teams need this course

Managing customer expectations is a small but powerful skill for teams working in any part of the customer experience. When a company is able to make promises (and keep them) it demonstrates confidence in its ability. But, more importantly, it builds a smooth and frustration-free journey for the customer. This is essential training.